Customer Service Rep

Job Description:

The Home Medical Equipment Coordinator is responsible for the intake, coordination, and timely implementation of Home Medical Equipment (HME) and supply orders. Acting as a key liaison among referral sources, providers, patients, and internal service lines, this role ensures accurate documentation, verifies medical necessity, and maintains clear communication throughout the order process. The coordinator manages patient orders from start to finish, including reviewing referrals, coordinating deliveries, and providing essential patient education. They also facilitate one-on-one equipment set-ups or fittings, ensuring patients and caregivers are properly instructed on the use, care, and safety of the equipment provided. If in a Field / Delivery role the coordinator is responsible for making timely deliveries of Home Medical Equipment (HME) products and supplies to customers.

Schedule: Full-time

Hours: 40 per week

Essential Functions

• Serves as a subject matter expert in complex Home Medical Equipment (HME) processes, consistently managing high-priority orders, escalations, and detailed reporting. Applies advanced problem-solving skills to resolve issues efficiently and drive workflow improvements across the department.

• Leads service recovery efforts with professionalism and urgency, handling escalated patient and caregiver concerns. Identifies root causes and collaborates with stakeholders to implement long-term, sustainable solutions that enhance satisfaction and trust.

• Acts as a team lead and mentor, providing real-time support, training, and guidance to peers. Fosters a collaborative environment that promotes knowledge sharing, skill development, and team capability.

• Partners with leadership to support operational excellence by implementing best practices, monitoring performance metrics, and driving continuous improvement initiatives that align with organizational goals.

• Coordinates patient intake and order processing, including gathering referral information, verifying insurance or self-pay status, entering data into the EMR, and supporting discharges in collaboration with hospital liaisons and case managers.

• Oversees the delivery and fulfillment of medical equipment and supplies, ensuring timely setup in clinical and home settings by selecting appropriate delivery methods and coordinating with internal teams.

• Provides direct patient support, including equipment education, fittings, and ensuring selections align with physician orders. Manages POS transactions, receives payments, and coordinates delivery or pickup.

• Maintains compliance and accuracy by auditing casework, reviewing reports to identify trends and correct data, and translating diagnoses into ICD-9/ICD-10 codes. Ensures adherence to Medicare/Medicaid billing and privacy regulations.

• Collaborates cross-functionally to ensure seamless service delivery, maintain strong internal and external relationships, and uphold high standards of communication, professionalism, and accountability.

Skills

• Communication and Interpersonal Skills

• Patient Care

• Referral Management

• Computer Literacy

• Medical Equipment Knowledge

• Group Problem Solving

• Service Recovery

• Compliance Knowledge

• Workflow Optimization

• Organization and time management

Required Qualifications

• Demonstrated experience in customer service and/or patient care, demonstrating professionalism, empathy, and responsiveness.

• Ability to work independently with strong self-motivation, accountability, sound judgment, and adaptability in a collaborative team environment.

• High attention to detail and accuracy in managing documentation and multitasking responsibilities.

• Proficiency in basic computer applications, including Microsoft Word, Excel, databases, internet navigation, email, and scheduling tools.

• Prior experience working with home medical equipment (HME) or durable medical equipment (DME).

• Demonstrated ability to audit casework for accuracy and compliance.

• Experience independently reviewing reports to identify trends and correct data discrepancies.

• Working knowledge of ICD-9 and ICD-10 coding for translating medical diagnoses.

• Proven experience managing high-priority orders, escalations, and generating detailed reports.

• Experience mentoring or supporting peers through training, guidance, and real-time troubleshooting.

• Demonstrated ability to lead service recovery efforts and manage escalated customer concerns with professionalism and urgency.

• Experience collaborating with leadership to implement best practices, monitor team performance, and drive continuous improvement initiatives.

• For field/delivery roles: Must possess a valid driver’s license, have reliable insured transportation, and maintain an acceptable driving record (will be verified).

Preferred Qualifications

• Experience Coordinating office operations and administrative tasks

• Continuous improvement experience

• Proven ability to take initiative and lead or coordinate group efforts

• Project Management experience

Physical Requirements

• Ongoing need for employee to see and read information, labels, assess patient needs, identify HME equipment and supplies.

• Frequent interactions with both patients/customers and /or patient care providers, and employees that require employee to communicate verbally and in writing as well as hear and understand spoken information, customer/patient needs, and issues, quickly and accurately.

• Hearing/Listening, Manual Dexterity

• Interact with others requiring the employee to communicate information.

• Operate computers and other office equipment requiring the ability to move fingers and hands. See and read computer monitors and documents.

• Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment

Campus/Field Physical Requirements

• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy.

• Frequent computer use and typing for documenting patient care; accessing needed information; dialing in settings on equipment; changing filters; and threading of connectors and other equipment accessories.

• Bending to retrieve, lift, and carry supplies and equipment. Expected to utilize full range of movement in doing so. Typically includes items of varying weights, up to and including heavy items up to 70 lbs.

• Need to stand and walk to assist with distributing supplies and equipment.

• Pushing/pulling all types of HME/Respiratory equipment including 02 cylinders and hospital beds and other heavy items.

• Often required to set up equipment in crowded apartment buildings and rooms (full of furniture, equipment, power cords on the floor, etc).

• Need to ascend and descend multiple flights of stairs or uneven surfaces to access patients/customers in their homes.

• Expected to be able to squat/kneel to install HME equipment in the home.

• Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles.

Location:

Home Services - Mount Pleasant

Work City:

Mount Pleasant

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$19.50 - $26.48

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here ( .

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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